Project/Program Manager

Location: Seattle, Wa

Duration: 6/24/24 - 3/31/25

Pay Rate: $52.51/hr

Our Business Program is one of our fastest growing new initiatives, providing business customers with the pricing, selection and convenience, with features and benefits designed for businesses of all sizes. We are obsessed with our customers and in Business Customer Support, we make their experience delightful. We identify and drive business centric solutions by solving complex technical problems with ingenuity and simplicity, always seeking automation. Were making history and the good news is that we've only just begun. The Business Customer Support team is responsible for supporting individual professionals, businesses and institutions that buy products in individual or bulk quantities to run their business smoothly.

The BCS Expansion Team acts as the primary interface between our company and our Customers expanding the Business product into new markets.

We are seeking a passionate and experienced Program Manager to join our team in one of our regional corporate locations. You will help build our ability to roll out our Business Program into new marketplaces at scale. As a new team developing our ways of working, you will be required to lead the production of a launch mechanism that leverages consistent working practices as well as prepopulated templates in order to reduce deployment overhead and increase the quality of service for our Customers. Working with stakeholders to assemble project teams, assign responsibilities, identify appropriate resources needed, and develop schedules to ensure timely completion of readiness projects by meeting project milestones. You will also assess risks, anticipate bottlenecks, manage escalations, make trade-offs, balance the business needs versus technical constraints, write draft customer and associate-facing content and encourage risk-taking behavior to maximize business benefit.

The successful candidate will be a recognized role model for their contact center operations knowledge, program management capability and a record of delivery accomplishment. A strong record of employee and customer advocacy and high judgment are critical for this role.

Summary of Responsibilities:

• Support the development and drive project plan to implement ABCS systems and associate support for new marketplace launches.

• Coordination, evaluation and high standard implementation of Support activities

• Become a key pivot point for ABCS in order to coordinate activity and drive joint deliverables

• Create a culture where accountability, engagement, transparency and collaboration are the norm and where rapid deep dives into root causes of any defects is a standard operating practice

• Act as a Customer advocate by Inspiring their team to go beyond the standard call of duty to find creative solutions for our Customers and driving improvements to systems and processes that will benefit Associates and/or Customers.

• Effectively partner with support teams, such as HR and Finance

• Demonstrate and encourage a coaching culture throughout the team

• Foster a work environment that respects and is responsive to the needs of a diverse team

• Focus on continued improvement of project management life cycle, quality metrics, and customer satisfaction

• Actively seek feedback and engagement in order to understand launch performance and identify improvement opportunity

Basic Qualifications

Experience/Competencies required:

Bachelors degree in Computer Science, Engineering, Business, Management, or related field

5 years program/project management experience in the support and services industries

Experience using problem solving and analytical skills to solve business problems and drive process improvements

2 years experience influencing others and delivering results cross-functionally.

Excellent communication and writing skills for non-technical audience

Experience gathering and analyzing data and delivering continuous business improvements

Six Sigma, Kaizen, Agile, or other Process Improvement methodologies

Ability to work effectively with tight deadlines in a fast-paced environment

Attention to detail and proven ability to manage multiple, competing priorities simultaneously

Demonstrated ability to work in ambiguous situations and across organizational boundaries

An ability to effectively develop key processes and procedures that facilitate efficient planning, reporting and control processes

Demonstrated ability to anticipate and manage change in a highly dynamic environment

Belief in the value of participating in and contributing to a collaborative team environment

Intermediate experience with Excel

Fluency in English, Oral and Written (Secondary language as additional advantage)

Preferred Qualifications/Skills:

Global experience and distributed teams

Contact Center (Phone, email support) experience

Experience in external user/customer/partner experience design, Internet products and technologies

PRINCE2, PMP or similar certification

Experience with CRM and other contact management support tool

Demonstrated ability in managing reporting and analysis